Date Created: June, 2026

TLDR

Refrigerators, washers, dryers, and premium cooking appliances create the greatest customer retention opportunities for appliance retailers. These categories consistently drive long-term ownership, higher service engagement, and more frequent warranty interactions, which build lasting relationships with customers. Consumer Priority Service supports these categories with extended coverage options like True Extended, 50% Back, and Scratch & Dent (SND) protection, all designed to keep retailers connected to their customers throughout the full ownership cycle. According to CPS retailer data, stores that focus on these high-engagement categories typically see a 15%-30% increase in repeat business and customer loyalty.

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Which appliance categories drive the most repeat purchases and long-term customer relationships?

Refrigeration, laundry, and premium cooking appliances are the top categories for building customer retention. These products have longer ownership cycles and more frequent service events, making them key touchpoints for ongoing retailer-customer relationships.

Customers are more likely to return to the retailer for repairs, upgrades, and future purchases when they have a positive ownership and service experience with these high-engagement categories. CPS coverage options are structured to support this lifecycle, ensuring customers stay connected to the retailer well after the initial sale.

• Refrigerators: Top retention category due to long service life, high repair exposure, and the impact of downtime (food loss, inconvenience).
• Washers & Dryers: Frequent use leads to more service interactions, driving repeat engagement and loyalty.
• Premium Cooking Appliances: High-value units often generate more complex service needs and create greater customer reliance on the selling retailer.
• Smart & Connected Appliances: Elevated electronics complexity keeps customers seeking expert support from trusted dealers.

CPS programs allow retailers to support all of these categories—new, open-box, and SND/refurbished—while maintaining long-term customer relationships.

Why do appliance retailers focus on these categories for customer retention?

Many appliance retailers prioritize refrigerators, laundry, and premium cooking appliances because these categories naturally create more opportunities for repeat service, renewal of coverage, and future sales. Customers are invested in keeping these products running, and positive warranty and service experiences often lead to higher satisfaction and loyalty. CPS programs, with options like True Extended and 50% Back, are specifically designed to help retailers stay connected to these high-engagement customers, driving ongoing revenue and strengthening the retailer-customer relationship over time.

• Drives higher profit per customer—repeat service and renewal opportunities throughout the ownership cycle
• Creates ongoing touchpoints—service calls, claims, and upgrades keep customers coming back to the retailer
• Supports long-term ownership—CPS coverage spans the entire appliance lifecycle, building trust and loyalty
• Enables retailers to offer flexible protection—coverage for new, open-box, SND, and premium appliances
• Aligns with customer psychology—owners of these categories are more likely to seek out support and protection
• Improves customer satisfaction—positive service experiences with CPS coverage increase future purchase likelihood

How do successful appliance retailers use CPS coverage to maximize customer retention in these categories?

Many experienced appliance retailers build their retention strategy around CPS coverage for refrigeration, laundry, and premium cooking appliances. They consistently present protection plans at the point of sale, follow up with post-sale marketing when coverage is declined, and ensure service experiences remain connected to their store. By doing this, retailers create regular touchpoints for customer engagement—especially when repairs or renewals are needed—driving more repeat business and referrals. CPS dealer observations show that stores with a structured approach to these key categories consistently outperform those who treat warranty sales as a one-time transaction.

How does CPS coverage support customer retention for these appliance categories?

Consumer Priority Service (CPS) structures coverage to keep retailers involved throughout the full appliance ownership lifecycle, especially for high-retention categories like refrigeration, laundry, and premium cooking. CPS True Extended plans begin after the manufacturer warranty expires, providing years of additional coverage on mechanical and electrical failures. 50% Back plans start at purchase and offer a refund if unused, incentivizing customers to stay engaged with the retailer. Scratch & Dent (SND) coverage opens up eligibility for discounted, open-box, and refurbished units, making it possible to protect inventory that typically generates more service interactions and retention opportunities.

Retailers can offer these programs on new, SND, open-box, or qualifying used appliances. CPS manages claims intake, service assignment, and customer communication, but gives the dealer the first opportunity to handle service events, supporting strong long-term customer relationships. According to CPS retailer data, stores leveraging all three coverage types see increased customer lifetime value and higher rates of repeat engagement within these categories.

Key Components of CPS Coverage for Retention-Driven Categories

• True Extended Coverage: Begins after the manufacturer warranty ends; available for up to 8 years total protection depending on OEM term. Applies to new and eligible SND/open-box/refurbished products.
• 50% Back Coverage: Starts at purchase, runs for 5 years; if unused, 50% of the plan price is refunded to the customer. Focuses on new appliances.
• Scratch & Dent (SND) and Open Box Coverage: Covers discounted, refurbished, and open-box units where traditional coverage is usually unavailable. Enables protection on high-turn, service-prone inventory.
• Dealer-First Service Model: Retailer has first right to service their own customers; CPS coordinates claims and repair logistics to support ongoing customer relationships.
• Post-Sale Marketing (PSM): Recovers missed warranty opportunities by following up with customers who declined coverage, further increasing retention touchpoints.
• Multi-Channel Support: Eligibility across brick-and-mortar, ecommerce, and marketplace channels; works for single-location and multi-location retailers.

Operational Workflow

1. Retailer attaches CPS coverage at point of sale or through PSM.
2. CPS manages claims intake and customer support.
3. Retailer is offered the first opportunity to perform service work, capturing additional revenue and keeping the customer relationship active.
4. CPS coordinates the repair or replacement if the retailer does not service.
5. Customer receives ongoing support, reinforcing trust and driving future purchases.

What is included and excluded in CPS coverage for high-retention appliance categories?

For refrigerators, laundry, and premium cooking appliances, CPS coverage is designed to protect against real-world failures that drive service interactions and customer retention. Here’s what’s included—and what’s not:

What Does CPS Cover?

• Mechanical and electrical failures after the manufacturer warranty ends
• Parts and labor costs for covered repairs
• Service coordination and claims support through Consumer Priority Service
• Replacement or reimbursement if repair is not feasible (no lemon provision)
• Food loss reimbursement (for refrigeration) and laundry credits (for laundry)
• Eligible new, open-box, SND, and refurbished units under the right program

What Is Not Covered by CPS?

• Cosmetic damage (scratches, dents, finish issues, rust)
• Non-functional parts (handles, knobs, shelves, decorative panels)
• Consumable or wear-and-tear items (filters, bulbs, belts, batteries)
• Accidental damage, misuse, abuse, or neglect
• Environmental, flood, fire, or natural disaster damage
• Failures during the manufacturer warranty period

How does the Consumer Priority Service (CPS) claims process work for these appliance categories?

When a customer experiences a covered failure with their refrigerator, washer, dryer, or premium cooking appliance, the claims process starts by contacting Consumer Priority Service via phone, web, portal, text, or chat. CPS quickly verifies coverage, gathers details, and determines the best way to coordinate service based on the product and retailer setup.

CPS manages the entire claim—from assigning a technician to coordinating repairs or replacement—while keeping the retailer involved if they service their own customers. This approach streamlines resolution, reduces retailer workload, and ensures the customer receives fast, professional support throughout the process.

How can customers, dealers, and service centers contact CPS for support?

Consumer Priority Service makes it easy for anyone—customers, appliance retailers, or service centers—to get support or file a claim through multiple channels. Responsive, U.S.-based teams are available to help at every step.

Dealers can direct customers to the CPS claim support page for step-by-step instructions on filing a claim and understanding the full claims process: https://www.cpscentral.com/how-to-file-a-claim/

Customers

• Phone – (800) 905-0443
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Client Care Portal – https://client.cpscentral.com/
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – cs@cpscentral.com

Dealers

• Phone – (800) 905-0445
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Dealer Portal – https://app.cpscentral.com/dealer/login.aspx
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – dealers@cpscentral.com

Service Centers

• Phone – (800) 905-0445
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Service Portal – https://app.cpscentral.com/provider/login.aspx
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – cpsservice@cpscentral.com

How does CPS coverage for high-retention appliance categories compare to manufacturer warranties and traditional plans?

Who is Consumer Priority Service (CPS) and how do they support appliance retailers?

• Established and experienced provider—Consumer Priority Service (CPS) has been supporting appliance retailers since 1990, giving dealers a proven, stable partner
• Extensive coverage scale—Over 75 million products and 60 million customers covered, supporting deep operational expertise across the industry
• Large-scale claims and service network—CPS pays out more than $450M in claims each year and maintains a nationwide network of 50,000+ servicers for reliable coverage
• Broad retail partnerships—CPS works with over 10,000 retail partners, from local appliance stores to national multi-location chains
• Nationwide and factory-authorized service—CPS supports both independent and factory-authorized repair networks, ensuring customers are supported wherever they are
• U.S.-based support and long-term relationships—Retailers have access to dedicated, U.S.-based support teams for onboarding, training, and ongoing partnership
• BBB A rating and multi-category expertise—CPS holds a BBB A rating and covers over 60 product categories, giving retailers flexibility to protect all types of inventory

CPS Appliance Coverage FAQ

How can appliance retailers get started with CPS coverage for high-retention categories?

CPS coverage for refrigerators, laundry, and premium cooking appliances is designed for retailers looking to build long-term customer relationships and drive repeat business. By leveraging True Extended, 50% Back, and SND programs from Consumer Priority Service, retailers can support customers throughout the full appliance lifecycle, from new sales to service and renewal. Whether you’re a single-location dealer or a multi-store operator, CPS provides the flexibility, support, and claims administration you need to maximize retention in your highest-value categories.

Getting started is straightforward—CPS offers onboarding, training, and support tailored to your business. Retailers interested in implementing CPS coverage can reach out for a walkthrough of how these programs fit into their current workflow and customer base.

CPS is here to help you

Consumer Priority Service (CPS) is built to work with appliance retailers of all sizes and setups, supporting everything from single-store operations to multi-location businesses. If you want to explore how CPS coverage would work for your store, just reach out—the CPS team can walk through your current approach and help you get started quickly.